The combination of CGA expertise and Vovici software as a technology for measuring each stage of the customer experience makes this an excellent partnership that will help our customers thrive and grow during these challenging economic times.
Dulles, VA (PRWEB) January 30, 2009
Vovici (voh-VEE-see), the leading provider of Enterprise Feedback Management (EFM) and survey software, announces that CGA has selected the Vovici v4 platform to provide its clients with effective Customer Experience Measurement.
CGA, the leading customer experience consultancy in the United Kingdom, has developed an innovative Customer Heartbeat™ technique to pinpoint precisely what customers want. It traces every step of a customer journey, from product research through retail and online shopping to purchase and after sales, and monitors how customers feel at each interaction with the brand. From this, CGA determines where customers are satisfied and where action needs to be taken to improve their experience. The process includes a clear guide to communicating with customers, implementing changes and measuring their effect, to ensure consistent delivery of an experience that will delight the customer at every touchpoint.
"Vovici's survey, enterprise feedback management and online community software helps us gain deep insight into customer's needs and expectations informing our experience-strategy programs," said Chris Garthwaite, CEO and founder of CGA. "Vovici provides an innovative and cost-effective method for tracking a company's Customer Heartbeat™ over time."
CGA helps its clients answer four key questions:
1. What value does customer experience have for your organization?
2. What experience do your customers want?
3. How can you improve the value of your Customer Experience?
4. How can you implement a new Customer Experience into the business?
"We are excited that CGA has elected to work with Vovici," said Michael Douroux, Vice President of Global Alliances & Business Development for Vovici. "The combination of CGA expertise and Vovici software as a technology for measuring each stage of the customer experience makes this an excellent partnership that will help our customers thrive and grow during these challenging economic times."
Vovici and CGA are working together effective January 1, 2009.
Vovici is the pioneer of Enterprise Feedback Management (EFM), providing comprehensive survey software, panel management and online community solutions. Our survey tools enable organizations to centralize feedback data collection, build and manage proprietary panels, leverage corporate social networking, and utilize robust survey analytics and reporting. Our solutions increase customer loyalty, facilitate collaboration and innovation, influence critical business decisions and provide voice to online communities. Organizations worldwide, including more than half of the Fortune 500, rely on Vovici to gather feedback on customer satisfaction, perform market research and gauge employee satisfaction. Visit http://www.vovici.com for more information.
About CGA Experience:
CGA is the leading customer experience consultancy in the United Kingdom. We understand the landscape that customers inhabit, the kinds of emotional experience that shape their buying habits and how best to ensure their ongoing loyalty to a brand. And through this insight, we help companies deliver world-class customer experiences - the essential foundation of a more profitable business. Organizations throughout the United Kingdom, including many FTSE 100 companies, rely upon us to help put the customer at the heart of their business, in order to improve revenue and profitability through increased customer acquisition, value management and retention.